Garrett Schwindt

● Deliver prompt, customer-centric Tier 1 and Tier 2 remote technical support across 50+ client organizations, managing ticket queues, phone escalations, and chat requests while maintaining a 98%+ SLA resolution rate. ● Diagnose and resolve everyday end-user hardware, software, and operating system issues across Windows 10/11, macOS, and Ubuntu Linux workstations using remote support and RMM tools. ● Administer user accounts, security groups, distribution lists, and permission requests via on-premises Active Directory and Microsoft 365 / Azure Active Directory. ● Handle new employee onboarding and offboarding workflows, including provisioning workstations, configuring user email accounts, setting up Multi-Factor Authentication (MFA), and assigning application licenses. ● Troubleshoot client connectivity issues involving local network configuration, Wi-Fi networks, remote VPN access, DNS lookup errors, and network printer deployments. ● Perform routine endpoint maintenance, verifying system health, applying critical operating system patches, updating antivirus/EDR definitions, and executing basic backup verifications. ● Document detailed incident notes, troubleshooting procedures, and standard operating procedures (SOPs) in the centralized knowledge base to accelerate future ticket resolution times.

StratusPointIT

● Executed high-volume, multi-channel remote customer operations, maintaining 99%+ data accuracy across CRM platforms and ticketing systems. ● Troubleshot remote technical connectivity, VPN configurations, and virtual workstation tools to ensure uninterrupted system uptime in a 100% remote setting. ● Mastered diverse client software systems, performing structured data verification, ticket tracking, and dispute resolution under demanding SLAs. ● Recognized as Top Agent of the Month (2020) for exceptional communication quality, problem resolution efficiency, and customer satisfaction metrics.

Liveops

● Administered centralized electronic record management systems, ensuring strict adherence to data privacy protocols, HIPAA compliance, and data accuracy standards. ● Maintained detailed service knowledge bases, interfacing with diverse client segments to resolve complex inquiries and streamline administrative workflows. ● Accurately logged customer demographics, scheduled appointments and referrals, and collaborated across departments to improve operational data pipeline efficiency.

Legacy Publishing / Raymond Redicare

AWS Cloud & AI Practitioner: AWS Skill Builder & Pearson VUE curriculum (AIF-C01 preparation & practical cloud architecture labs)

AWS